A fifth of drivers don’t know what to do after a collision – how can you help?

Would your clients know what to do in the event of a motor incident? Our latest research reveals that nearly 20% of drivers are unsure what to do after a collision.¹ To help bridge this knowledge gap, we've compiled valuable insights, tips and resources to support both your personal and commercial lines clients.

What does the research show?

According to this new data, almost half of drivers (45%) are unsure what to do when dealing with a collision where damage to another vehicle or property is involved, despite this accounting for 85% of claims according to our data.² This rises to 66% of drivers in collisions where someone gets hurt and to 80% when the incidents involve a wild or domestic animal.³

This nervousness is felt amongst all age groups, with 21% of Generation Z (16 to 27-year-olds) stating that they lacked confidence when driving. This is only marginally more than Generation Y (28 to 34-year-olds) and Baby Boomers (60 to 78-year-olds), both at 20% and Gen X (44 to 59-year-olds) at 19%.

When looking at why this might be the case, the data points to some confusion over the rules, with just 5% of drivers correctly identifying all the steps outlined in the Highway Code following a collision.

In fact, more than a third of drivers (36%) don't know that the Highway Code requires you to stop at the scene of a collision under section 283.

Percentage of drivers who were aware of the actions they should take after a collision, according to the Highway Code:

Matthew Washer, Head of Telematics at Aviva, says:

"It’s worrying to see a lack of awareness when it comes to handling the aftermath of a collision, which could be putting people at risk as well as breaking the law. If you’re involved in a collision – whether that be a bump or a more serious collision - the most important thing is to check if anyone is hurt. If so, contact the emergency services straight away.

From an insurance point of view - and only once everyone is safe – make sure you exchange details with the other party involved. Remember, all events - regardless of their severity - must be reported to your insurer.

And, if you do need to make a claim, remain vigilant when it comes to contacting your insurer. Some claims companies use misleading search engine adverts, or 'spoof ads', to make customers think they're contacting their motor insurer. However, claiming via these companies could put customers at risk of being responsible for the cost of the claim, which can run well into the thousands of pounds. To avoid this, we recommend motorists store their insurer's claims contact details in their phone or glove compartment."

Watch this video with our Fraud and Casualty claims experts to learn more about this industry issue and practical steps to protect your clients from fraudulent activity. Watch: What is paid-ad spoofing and how are we tackling this issue? - Aviva

Here's some tips on what your clients should do following an incident:

1. Stop safely: Advise your clients to pull over somewhere they aren’t blocking traffic, such as the hard shoulder. They should turn off the engine and put on hazard lights so the car is visible. Remind them that stopping at the scene is a requirement under section 283 of the Highway Code.
2. Call the emergency services: They should check for injuries and if anyone is hurt, call 999 straight away to seek medical advice. If there are any injuries, the car is blocking the road or if the other driver is acting aggressively or suspiciously, they should contact the police immediately.
3. Exchange details: Your clients will need to give other drivers and witnesses their details, including their name, address and contact details, as well as their driving licence number, registration and insurance details. It’s a good idea for them to have these details to hand or saved securely in their phone.
4. Document the scene: Encourage your clients to take videos and photos of the scene, of the vehicles involved and any damage, as these will be useful when making a claim. They should also make a note of road names, the direction and speed of travel, and any injuries.
5. Contact us: Make sure your clients know to get in touch with you as soon as possible. Remind them to be wary of paid ad-spoofers, as the top results on a search engine may not necessarily be your official contact details and could be a scammer. If your clients have a QuoteMeHappy Connect policy, we’ll message them with guidance on the next steps.

How to handle a collision with an animal

In the unfortunate event of a collision with an animal, here are the steps your clients should take:

• Pull over safely: Advise them to move to a safe location and turn on their hazard lights.
• Switch off the engine: Ensure they turn off the engine.
• Report to police: If they hit a dog, horse or sheep, they must report the collision to the police as required by the Road Traffic Act (1988).
• Contact animal welfare: If the animal is injured, they should contact the RSPCA, Scottish SPCA, or ISPCA.
• Wild animals: For wild animals like deer or foxes, suggest they contact an animal welfare charity, although it's not legally required.
• Check for vehicle damage: Remind them to inspect their vehicle for any signs of damage.

First Notification of Loss (FNOL) support for commercial clients – how can you help?

Following a motor collision, in addition to the steps outlined already, it's crucial for your commercial motor clients to contact us immediately, regardless of fault or damage. Delays can lead to significant knock-on effects. Early notification allows us to assist promptly, capture essential details and prevent additional costs. Swift reporting also helps gather evidence, reducing fraud and making sure we can offer effective support.

We have some FNOL resources for your clients, including videos for both drivers and business owners, as well as visual resources from Broker Create which you can brand yourself.

^{1. The research was conducted by Censuswide, among a sample of 2,000 nationally representative UK consumers (aged 17+) between 28.02.2025 - 03.03.2025. Of these, 1,369 were drivers.}

^{2. Aviva claims data involving a third party from January 2024 – February 2025.}

^{3. The reverse of those who selected the relevant answer option when asked “What, if anything, should you do after a car accident, according to the highway code?”}